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By doing so, you will not only see the client's needs and business objectives from their point of view, but you will also learn about their unexpressed and/or future needs. In particular, in the PC business is to know what features are more important for them: price, brand, speed, mobility, reliability, and so on; and then make your product fit those characteristics.
According to the case, some steps that HP has done to become more customer focused are:
• Create the Customer Solutions Group, a sales force empowered to sell the entire portfolio of HP products and services.
• The creation of “Operation OneVoice” (2002) in order to align the company to customer focused metrics: loyalty measures, brand awareness and changes in market share...
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